Google Add-on unexpected error

Hi ​@PS_f18,

Welcome to the Docusign Community—glad you checked in!

It's really disappointing when things don't work as expected, despite following all the usual steps. We're sorry for the hassle and know that we're here to help you move forward.

Favor, could you please confirm that the steps from the article were followed 👉 Overview - DocuSign for Google Workspace. If so, please walk us through the exact process you took leading up to the error. If you have a screenshot of the error message or the envelope id, that would be very helpful. Also, have there been any recent modifications to your account or settings? Lastly, do you experience any issues when signing documents directly from the Docusign web application? 

Looking forward to your update—we're here for you!

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Thank you Melanie. The steps from the article were followed. This is what we did: 
1. Logged in to Gmail
2. Opened the DocuSign Add-on
3. Logged in to the DocuSign account
4. Selected email with attachments to sign
5. On the Add-on the attachments were shown, so we clicked “Sign Now”

6. Instead of redirecting us to sign the document the add-on displayed “DocuSign encountered an unexpected error. Please refresh and try again or contact support.” error message

Hi ​@PS_f18,

Thanks for getting back. I would suggest that you disconnect the integration and log in again, or uninstall and reinstall the add-on.

Additionally, please make sure pop-up blockers are disabled or set to allow pop-ups for Gmail to use the DocuSign eSignature add-on. Alternatively, you can create an exception just for mail.google.com—see your browser's help documentation for details on managing pop-up settings.

If these steps don't address the situation, feel free to contact customer support 👉Important Changes to Docusign Support

Meanwhile, you can continue signing documents via the email notification link or directly through your Docusign account 👉 How do I sign a Docusign document?

Let us know if you have questions— we're here for you!

Melanie | Docusign Community Moderator
If this helped clarify things, feel free to Like👍and click "Best Answer"

Hi ​@PS_f18,

I trust all is well. We'd like to know if our suggested solution has helped you or pointed you in the right direction. If so, we would greatly appreciate it if you would consider liking and marking it as "Best Answer" ✅, to help other community members find trusted.

Here if you need us!

Melanie | Docusign Community Moderator
If this helped clarify things, feel free to Like👍and click "Best Answer."